FAQs
Consumer FAQs
How do I place an order?
How do I place an order?
You can shop directly at ToysmithToys.com. Add items to your cart and proceed to checkout.
Can I cancel my order?
Can I cancel my order?
Orders may be canceled within 24 hours of being placed. After this window, cancellations are not possible.
What is the shipping policy?
What is the shipping policy?
- Free shipping on orders over $50.
- Standard shipping fees apply to orders under $50.
- We currently ship within the U.S. For international orders, contact hello@toysmith.com or call 1-800-356-0474.
What is the return and exchange policy?
What is the return and exchange policy?
If you are not satisfied with your purchase, please contact hello@toysmith.com for assistance. Returns and exchanges are accepted for unused items in original packaging within 30 days of delivery.
What if I can’t find a product?
What if I can’t find a product?
Our catalog is updated often. If you don’t see an item, it may be sold out or discontinued. Contact hello@toysmith.com or call 1-800-356-0474 for assistance.
What if my product has issues or missing parts?
What if my product has issues or missing parts?
Please reach out to hello@toysmith.com with your order details for help.
How are taxes applied to my order?
How are taxes applied to my order?
Sales tax will be charged where applicable, based on your shipping address.
What payment methods are accepted?
What payment methods are accepted?
We accept Visa, MasterCard, American Express, and Discover.
Can I do a quick reorder?
Can I do a quick reorder?
Yes! From your account page, there is a “Buy Again” button.
How do I contact customer service?
How do I contact customer service?
- Email: hello@toysmith.com
- Phone: 1-800-356-0474
- Hours: Monday – Friday, 8am – 5pm PST
Retailer FAQs
How do I place a wholesale order?
How do I place a wholesale order?
Go to your account and log in to view pricing and the full catalog. If you don’t have an account, complete the Wholesale Registration Form on our website.
How long does it take to approve a wholesale account?
How long does it take to approve a wholesale account?
Wholesale accounts are typically approved within 24–48 hours.
What are the shipping terms?
What are the shipping terms?
- Free freight to all 50 states.
- International shipping available. Contact hello@toysmith.com or call 1-800-356-0474 for details.
What is the return and exchange policy?
What is the return and exchange policy?
We want you to be satisfied with your purchase.
- Inspect merchandise upon delivery. Note damages or shortages on the delivery receipt before signing.
- Report transit damage within 7 days.
- Keep cartons and contents for inspection.
- Report overages, shortages, or defective items within 30 days for credit or replacement.
- An RMA (Return Merchandise Authorization) must be issued before returning products.
- Returns may be subject to a 20% restocking fee.
- Custom and special-order products are non-returnable.
- Returns cannot be authorized by sales representatives.
What if I can’t find a product?
What if I can’t find a product?
Our catalog is updated frequently. You must be logged in to your wholesale account to view the full catalog. If you don’t see an item, it may be sold out or discontinued. Contact hello@toysmith.com or call 1-800-356-0474 for help.
What if my product has issues or missing parts?
What if my product has issues or missing parts?
Please reach out to hello@toysmith.com with your order details for assistance.
How are taxes handled for wholesale accounts?
How are taxes handled for wholesale accounts?
Toysmith is a wholesaler and requires a current copy of your resale certificate on file. Email your state resale certificate or Multijurisdictional Uniform Sales & Use Tax Certificate to hello@toysmith.com. Sales tax will be charged if no valid certificate is on file.
What are the terms & conditions?
What are the terms & conditions?
- Net terms are subject to credit approval and account standing.
- Standard terms: Net 60 (may vary).
- All past due invoices are subject to a 1.5% monthly late charge.
- No allowance deductible on past due invoices.
- Net terms may be revoked due to delinquency.
- No credit card fees.
- Pricing and promotions subject to change without notice.
- No minimum order requirement.
All sales are final. - Products are not sold on a guaranteed sale basis.
Can I apply for credit?
Can I apply for credit?
Yes. Submit a completed credit application along with your Wholesale Registration Form. Please allow 3–5 business days for processing.
What payment methods are accepted?
What payment methods are accepted?
We accept Visa, MasterCard, American Express, and Discover.
Can I do a quick reorder?
Can I do a quick reorder?
Yes! From your account page, there is a “Buy Again” button.
How do I contact customer service?
How do I contact customer service?
- Email: hello@toysmith.com
- Phone: 1-800-356-0474
- Hours: Monday – Friday, 8am – 5pm PST
Safety & Compliance FAQs
Are Toysmith products non-toxic?
Are Toysmith products non-toxic?
Yes. All Toysmith products are tested annually to meet rigorous U.S. and international safety regulations.
What are slimes and putties made of?
What are slimes and putties made of?
Slimes and putties are made from non-toxic ingredients and undergo safety testing. For specific ingredient requests, contact compliance@toysmith.com.
Where are Toysmith products made?
Where are Toysmith products made?
Products are manufactured globally, including Asia, Europe, North America, and South America.
Do Toysmith products contain gluten or latex?
Do Toysmith products contain gluten or latex?
Almost all products are gluten-free, though some exceptions may exist—check packaging for details. For latex-related questions, contact compliance@toysmith.com.
What should I do if a product is defective?
What should I do if a product is defective?
Contact hello@toysmith.com and include photos of the item, barcode, and receipt.
The grow item is not working—what can I do?
The grow item is not working—what can I do?
Grow items can react differently depending on water quality, temperature, and handling. Tips:
- Use distilled water if tap water quality is poor.
- Ensure water is room temperature or slightly warmer.
- Change the water daily for the first few days.
- Wash hands before handling to avoid bacteria in the water.
What are grow items made of?
What are grow items made of?
They are made from high-density EVA foam with a small amount of sodium polyacrylate (an absorber). They expand in water over several days and shrink again when exposed to air.
How do I get wet slime out of carpet?
How do I get wet slime out of carpet?
Scrape up excess slime, then spray a mixture of 2/3 cup white vinegar and 1/3 cup water. Scrub gently, blot with a towel, and use a wet/dry vacuum. Rubbing alcohol can remove stains; baking soda can help with odor.
How do I get dried slime out of carpet?
How do I get dried slime out of carpet?
Freeze the slime with ice for about 10 minutes, then scrape it off. Vacuum up remaining debris and use rubbing alcohol to remove stains.
How do I get slime out of a couch or fabric upholstery?
How do I get slime out of a couch or fabric upholstery?
Remove as much slime as possible by hand. Spray a mixture of 2/3 cup vinegar and 1/3 cup water and scrub gently with a soft brush. Rinse with plain water and blot dry.
- For dried slime: Place a moist towel over the spot and apply a low-heat iron to loosen slime. Alternatively, use Goof Off® Pro Strength Remover (test first for color fastness).
How do I remove slime from walls?
How do I remove slime from walls?
Scrape off excess slime, then apply a paste of baking soda, water, and vinegar. Let dry, then brush off. For dried slime, use a mild detergent solution or a natural cleaner/magic eraser.
How do I get slime out of hair?
How do I get slime out of hair?
Massage about 1/4 cup of mayonnaise into the affected area. Comb out gently, then wash with shampoo and rinse normally.
Are your toys FSC® certified?
Are your toys FSC® certified?
Yes. As of January 1, 2023, Toy Investments is committed to sourcing and producing products that meet the standards of the Forest Stewardship Council® (FSC). FSC certification ensures that wood, paper, and other forest-based materials used in our toys come from responsibly managed forests that provide environmental, social, and economic benefits.
We also comply with the FSC Core Labor Standards, which means:
No child labor: We do not employ workers under the legal minimum age and never allow children in hazardous work.
No forced labor: Employment is always voluntary and based on fair practices.
No discrimination: We are an equal opportunity employer, supporting a workplace free of discrimination and harassment.
Freedom of association: Workers have the right to organize and bargain collectively.
In addition to following U.S. labor laws, Toy Investments goes beyond compliance to foster a respectful, safe, and fair workplace for all employees.
By choosing our FSC-certified toys, you’re supporting forests for all, forever—while knowing the products are made responsibly from start to finish.
